Apple Grace A.

Mancawan
Methods of Research
December 12, 2012
Workshop 1
1. Go to the library and look for a thesis that is related to the topic you submitted to me. (If you
changed topic, then your new topic)
2. In that thesis, look for the following information:
2.1 Title of the thesis (School Year Completed)
Customer Satisfaction in Internal Customer Service (2011)
2.2 What are the titles of the Chapter in that thesis which you found?
Chapter 1: Introduction
Chapter 2: Literature Review
Chapter 3: Methodology of the Study
Chapter 4: Results and Discussions
Chapter 5: Conclusions and Recommendation
4. Copy the abstract of the thesis you found.
This thesis discusses and studies service quality and customer satisfaction in
internal customer service. The main objective is to find out what the service quality level in the
internal customer service at Abloy Oy is and whether there exists a difference between customer
expectations and perceptions of the internal customer service quality. The objective is also to
identify areas of strength and weakness for each customer service department for process
improvement purposes.
Both quantitative and qualitative research methods are applied in the research. For
collecting data a questionnaire with attitudinal scale questions and open questions is used.
The theoretical framework concentrates on explaining the characteristics of internal service,
internal customer and service quality dimensions that customers use in judging service.
Additionally, a gap model discusses the causes for the discrepancy between customer
expectations and perceptions in the service delivery.
Altogether seven customer service departments are evaluating each others internal
customer service quality in eight service quality attributes. The main findings are that the service
of all departments is polite, adequate and professional. In addition, gaps are found in the
service quality when concerning the following attributes: efficiency of internal
communication, prompt handling of requests, ease of communication, availability of the
personnel, proactivily and activity of developing ways of working. However, from the results it
can be found that the gaps vary between departments.
The results collected and analyzed provide information for customer service process
improvement for Abloy Oy. The questionnaire designed for the study will be used for measuring
the service quality of internal customer service continuously.

5. Write all your observations (critique) of the abstract of the thesis you found, based on the ideal
abstract (see attached ideal abstract.)
An abstract is a brief concrete written statement of the main points or facts in a longer
report, speech, etc. Upon reading and evaluating the abstract from the sample, I got an idea on
what the study is all about. But basing on the format given on how to properly construct an
abstract, the abstract obviously didnt follow the proper formula on writing an abstract. The
sample above do have 257 words, wherein the ideal abstract should only have 100 words. Its first
two sentences did not came from the Introduction. There are sentences or thoughts from methods
and results but is certainly more than two sentences. I also observed that it hasnt have a takehome message in which it should be seen in the end.
The author did point out what the study is all about, but for ordinary readers, the abstract
is quite long. Clearly, the abstract gives the details but it should follow the proper format of
making one.

Apple Grace A. Mancawan

Methods of Research
December 12, 2012
Workshop 2
1. Copy the abstract of Russ journal article.
Growing interest in healthier aging coincides with the comprehensive whole person wellness
model, defined by Hettler (2003), that includes physical, emotional, spiritual, intellectual,
occupational, and social dimensions. This study examined current activities for older adults in rural
senior centers in the Great Plains. A mail survey was administered to the directors of Kansas,
Oklahoma, and Nebraska senior centers. Findings indicated that only 15 percent of the senior centers
in the three states offered activities for all six wellness dimensions. To accommodate activities in a
rural senior center, both programs and space for the programs for diverse activities should be
addressed.
2. Copy the abstract of the thesis which you found in the library.
This thesis discusses and studies service quality and customer satisfaction
in internal customer service. The main objective is to find out what the service quality level in
the internal customer service at Abloy Oy is and whether there exists a difference between
customer expectations and perceptions of the internal customer service quality. The objective is
also to identify areas of strength and weakness for each customer service department for process
improvement purposes.
Both quantitative and qualitative research methods are applied in the research. For
collecting data a questionnaire with attitudinal scale questions and open questions is used.
The theoretical framework concentrates on explaining the characteristics of internal service,
internal customer and service quality dimensions that customers use in judging service.
Additionally, a gap model discusses the causes for the discrepancy between customer
expectations and perceptions in the service delivery.
Altogether seven customer service departments are evaluating each others internal
customer service quality in eight service quality attributes. The main findings are that the service
of all departments is polite, adequate and professional. In addition, gaps are found in the
service quality when concerning the following attributes: efficiency of internal
communication, prompt handling of requests, ease of communication, availability of the
personnel, proactivily and activity of developing ways of working. However, from the results it
can be found that the gaps vary between departments.
The results collected and analyzed provide information for customer service process
improvement for Abloy Oy. The questionnaire designed for the study will be used for measuring
the service quality of internal customer service continuously.
3. Read and compare the two abstracts.

4. Which do you think is the best and correct abstract to you in terms of the FORMAT?
Explain why.
Basing on the guidelines or proper format given on making an abstract, I would say that
Randall Russ abstract is the best compared to the abstract that I have seen from the sample.
Clearly, Russ abstract followed the proper format of an abstract. He really made and squeezed
all the idea of the study in 100 words. Unlike on the abstract I got, though it also delivered the
thought of the study but it did have 257 words. It obviously did not follow the proper format.
Bias I may be, but I would really choose Russ abstract over the one I got. And I am certain that
anyone would agree with me.